Sky Stream new puck won’t work

[RTT]

 Accepting blame is probably going too far but he did say 'you have tried evrything in the trouble shooting guide, it must be the puck that is faulty'

Best of luck Matt.

I'm not relaxing yet until the replacement arrives and works properly

[MattPaddock]

Managed to get a replacement puck and £15 bill credit.  

assuming new puck will work I'll take that!  

[RTT]

Hi Matt,

Our replacement box arrived first thing this morning.  Hopefully yours will arrive quickly too.

Everything was up and running in 10 minutes. 

The previous puck never got further than 'checking your status' at which point it said a software update was needed - which of course did not work, however hard we tried.

This puck only continued straight on after 'checking your status' and did not to ask to do any software updates.

[MattPaddock]

Does yours work all fine now does it?  Mines coming later today via DPD as have to give other one back. Did you have to do this?  Do you give the whole lot back? I.e HDMI remote etc.  or literally just the puck?

[Fothergill1]

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@MattPaddock wrote:

Does yours work all fine now does it?  Mines coming later today via DPD as have to give other one back. Did you have to do this?  Do you give the whole lot back? I.e HDMI remote etc.  or literally just the puck?

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Hi @MattPaddock  I had a faulty puck a couple of months ago which was replaced by Sky.  When it was delivered I had to open the package and inside was a returns box to packup the old faulty puck which I then returned to the driver.  You need to return al the equipment, puck, remote, power supply and HDMI cable.  

Sky recommend you take photos so I took one of the returns box before sealing it and another with the delivery driver taking possession of it.

My replacement puck worked perfectly and took only 5 minutes to setup.  Hopefully yours was delivered as expected and you now have it setup already.

[DeeMac811]

Sky puck not connecting to the internet. Iv tried everything  to troubleshoot and it's still not working. Connection only went live yesterday. 

[JimM1]

@DeeMac811 See if the sky Help topics are off any use for you!.

sky connecting devices
https://www.sky.com/help/articles/connect-devices-to-broadband-start

Sky Max change settings link.
https://www.sky.com/help/articles/change-wifi-max-hub-settings-a

[Simonintheuk]

So I have just had the same issue with my elderly mothers. Went through all the troubleshooting steps and eventually had to call Sky who then told me to connect to router via ethernet. That worked so let it do its thing, set everything up then disconnected after an hour to put it on wifi and then got error message saying that due to technical problems service not available. I am unable to get in to settings or anything to set up the wifi so had to connect it back to ethernet again but this is not ideal as the wifi router is on the other side of the room to the tv so now I have had to leave cables trailing along the floor which is unacceptable. 

Is there anything else I can try or do I need to call Sky again?

[lettice]

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@DeeMac811 wrote:

Sky puck not connecting to the internet. Iv tried everything  to troubleshoot and it's still not working. Connection only went live yesterday. 

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@DeeMac811 

Have moved your post to this current issue discussion thread.

Please read the Answered post from Sky on this thread from Sky to see if it helps you connect your Puck, being try a connection via ethernet to setup the puck and then to drop back to wifi later.